Senior Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver technical assistance to enterprise clients transmitting SMS and WhatsApp traffic into US carrier networks.

• Diagnose intricate delivery failures associated with carrier filtering, 10DLC compliance, short code setups, toll-free messaging, and any other escalations on a global scale.

• Examine message logs, carrier feedback loops, and routing performance metrics to troubleshoot and resolve delivery challenges.

• Investigate issues utilizing SMPP logs, delivery receipts (DLRs), carrier error codes, APIs, and routing diagnostics.

• Handle escalations from carriers and aggregators concerning blocking, filtering, and deliverability.

• Monitor messaging performance and proactively detect operational issues.

• Assist with 10DLC registration, toll-free verification, short code management, and campaign approvals.

• Offer guidance on TCPA, CTIA, and carrier compliance standards.

• Keep operational documentation, troubleshooting records, and knowledge base articles up to date.

• Work collaboratively with Engineering, Routing, Compliance, and Customer Success teams.

• Engage in on-call rotations for urgent customer escalations.

⛳️ Requirements

• 3–5+ years of experience in technical support, telecommunications operations, CPaaS, SaaS support, or messaging operations.

• Practical experience supporting A2P SMS within a CPaaS provider, telecommunications company, or messaging platform is highly advantageous.

• In-depth understanding of US SMS deliverability, carrier filtering, routing concepts, and the US carrier ecosystem, including direct carrier connections, aggregator relationships, and routing strategies, is highly preferred.

• Experience troubleshooting intricate delivery failures related to carrier filtering, 10DLC compliance, short code setups, toll-free messaging, and other global messaging escalations.

• Ability to analyze message logs, carrier feedback loops, and routing performance data to investigate and resolve delivery issues.

• Experience in managing enterprise customer escalations within a fast-paced environment.

• Demonstrated ability to cultivate technical customer relationships and articulate complex concepts clearly to both technical and non-technical audiences.

• Strong troubleshooting and problem-solving skills with keen attention to detail and persistence in resolving complex challenges.

• Capability to document technical issues, root causes, and solutions clearly for future reference and internal knowledge sharing.

• Exceptional written and verbal communication skills for customer interactions and cross-functional collaboration.

• A collaborative team player who works effectively with Engineering, Compliance, Sales, and Carrier Management teams.

• Organized, self-directed, and comfortable working remotely with a high degree of autonomy and accountability.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible work hours and remote work options.

• Comprehensive health, dental, and vision insurance.

• Professional development opportunities and training programs.

• A collaborative and innovative work environment.